Customers love the convenience of digital self-service, but in some situations, they can become frustrated if they don't have the opportunity to speak with a "human."

It’s hard to argue that COVID-19 was a good thing for most businesses; yet for many it forced some new ways of operating that could be highly beneficial in the long run.

This article will provide an overview of the key steps to planning and executing customer research that can be relied upon for accurate insight.

Observational Research is when you observe customers (or prospective customers) engaged in the actual activities of your customer experience, “in the moment”, such as buying or using a product.

How COCA-COLA learned this lesson the hard way.

Many companies and executives are fairly confident that they “understand” their customers. But in my experience, every customer research study yields some surprising findings that none of the customer “experts” could have predicted.